Set strategy, performance objectives, and execution planning via the Strategic Business Plan for Global Business Services; Leadership of GBS Service Management and Transformation global team, leadership of the global Operational Excellence Team, as well as the Global Process Owners. Functional Coverage areas include Account to Report, Order to Cash, Invoice to Pay, Procurement Operations, Payroll Operations, Treasury Management, Licensing and Royalties, and Internal Controls; Responsible for the Continuous Improvement organization for Global GBS; Manages Reporting and Analytics service offerings via Operational Excellence Team; Drives some of the most difficult and challenging work in GBS, driving Standardization & Automation on end to end processes across all functions and regions of the company; Defines SLAs, Process Standards, Operational specifics, and Performance Standards; Defines, trains, implements, and controls the Continuous Improvement and Transformation Methodologies for Global Business Services; Acts as the primary interface with Global Functional Owners, mapping Process Design from the Functional Strategy to the Operational Delivery

Responsible for global planning and execution for Mondelez Business Services (MBS). MBS is an enterprise-wide services business that will take advantage of global scale to deliver best-in-class solutions for common transactional business processes. MBS includes the current shared services operations, IS and Business Process Excellence teams, and partnership with global functional leaders to standardize end-to-end processes and reduce the number of systems in place today.Responsibility for migrations and play a critical role in the success of the MBS Program. Engage with Mondelez function leadership at region/ country levels to finalize MBS migration strategy and roadmap and ensures alignment with MBS program goals and objectives. Responsible for driving the migration program and partnering with MBS Program Management team. Scope of the program includes all migrations under MBS, including migrations to external BPO providers.

TELUS International is a subsidiary of TELUS Corporation, one of the largest telecommunications companies in Canada. Telus International is a business process outsourcing (BPO) provider delivering contact center and IT outsourcing services across a range of industries and strategic locations – including North America, Central America, Asia and Europe. What really distinguishes TELUS International is our ability to understand, absorb and maintain the brand promise and identities of our customers. Client Transitions Directors have overall responsibility for transitions from client pursuit to final ramp via partnership and facilitation of Recruitment, Training, Work Force Management, Quality, Facilities and IT and Operations. The Transition Director and Team must:- Develop a partner relationship with clients while leading them and the TELUS International teams through transition projects to achieve Day One success for the new operational units established by the assigned transitions. - Participate in defining, developing, improving, and supporting adoption of the new TELUS International’s AGILE Methodology by building standard tools and templates and mentoring team members to consistently apply the methodology.- Improving our overall business performance through assessing risk and understanding the financial impact of project decisions to ensure initial Operations will meet its financial targets.

Business start-up and leadership of 2 Senior Managers, 2 Operations Managers, 8 Supervisors and 150 agents in Kochi, India and Manila, Philippines, supporting a Fortune 21, $108 billion healthcare services company.Oversee the business unit operations, for the assigned client, with overall responsibility for the account. Manage the client relationship with P&L responsibility and overall control of planning (PMO, Transition, IT and Infrastructure), staffing, budgeting, and managing expense priorities. Provide budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel.

Published as industry consultant, “The Compliance Handbook: A User’s Guide by inside ARM.com and Kim Bonn,”; Kaulkin Media, December 2011; http://www.insidearm.com/store/all-products/the-compliance-handbook.htmlServed as compliance consultant, reviewing current state and recommending future state processes, documentation and control points, for a large student loan and financial services provider.

Responsible for all Compliance functions within NES, as well as interfacing with all clients (credit cards, student loans, healthcare) regarding control and/or quality situations; ensure all contractual obligations are met, per client, while maintaining strong operational performance- Conducted end-to-end quality and control review of all Compliance and Client Services processes. Based on all applicable collection laws and industry standards, documentation and process mapping was created - utilizing the Professional Practices Management Systems (PPMS) Work Instruction model. - Responsible for government relations for the organization, interfacing with all U.S. Attorneys Generals. Led or participated in several panels and forums to raise Attorney General awareness of industry trends, issues and improvements.- Developed enhanced performance scorecards for all levels including collector, supervisor and manager. This allowed collection executive management as well as respective client to review production as well as dollars collected - focus on KPIs (key performance indicators).

Experience in all facets of operations management for pre- and post- charge-off credit card collections and customer service. Managed the Citi Cards Agency Management function for three years. Other roles within Citi include Site Controller, Client First Advocate and Business Development Director.- Partner management and business initiative rollout supporting consumer operations for a major retail portfolio, including Customer Service, Credit Granting and Transaction Services.- Managed the strategic work direction for multiple portfolios and products (Consumer and Commercial) attaining $80 million post charge-off monthly recoveries. Achieved via the leadership and management of five internal Vice Presidents and forty-two external collection vendors across the U.S. and Canada.- Determined market share and distribution based on performance of each vendor -- liquidation rates, scale, customer satisfaction and ownership models.- Created the monthly Recovery forecast model and Agency Management Profile garnering a better understanding of vendor ACRs, staffing, tenure, location of work and technology capabilities.- Led the start-up of the Customer Service operations in the Florence, KY facility, resulting in the lowest start-up attrition rate of all sites.- Originated regional $22 million budget as well as the monthly forecasting process, attaining a year-end-better-than-budget position of $2.6 million.

Originally retained as a temporary Human Resources (HR) consultant, hired as National HR Manager for Consumer Banking Line of Business. Promoted to Assistant Vice President of Recovery Collections during tenure as well.- Designed and implemented national annual attrition reporting for the Metro Banking line of business, resulting in retention analyses as well as Succession Planning Model and Plan for Consumer Banking. Produced utilizing PeopleSoft and Microsoft suite. - Led National Investment and Insurance Sales and Metro Banking HR Teams via both direct report and matrix structures, across twenty-four states; managed a team of seven HR Managers and fifty-two HR Generalists and Recruiters. This team facilitated daily employee relations and recruitment efforts as well as annual job mapping, merit review, incentive planning and stock option granting for respective constituents.- Responsible for all retail collections and portfolio sales, including negotiation and buyback, for Retail Collections.